Job Title:
Service Delivery Manager
About the Role:
We are seeking a seasoned Service Delivery Manager to lead our customer-facing operations and manage our client services team.
Key Responsibilities:
* Build and maintain strong relationships with key clients.
* Lead and develop a high-performing team to meet KPIs and contractual compliance requirements.
* Drive cultural change and implement new technologies to augment capacity and improve service delivery.
* Influence enhancements to existing technologies for efficiency in BPO provision.
Other Aspects of the Role:
* Manage budgeting, forecasting, and financial reporting for LG contracts.
* Ensure service delivery meets contractual obligations and customer expectations.
* Oversee account management, including financials, governance, reporting, and commercial negotiations.
* Support business growth and client transitions, and oversee integration of new clients and change initiatives.
* Drive SLA improvements, issue resolution, and performance reporting.
* Collaborate with internal teams and third-party suppliers for integrated service delivery.
* Develop and implement strategies to enhance overall customer experience and satisfaction.